30% complaints of electronic products were received cold

There are problems with the purchase of electronic products, and the company's official Weibo has been used. Many people are accustomed to doing so. However, the "Blue Book for Consumer Electronics Industry Customer Service in 2012" released yesterday showed that although 73.2% of consumer electronics companies opened an advisory or complaint message area on official Weibo, nearly 30 percent of the message boards did not respond and turned a blind eye to consumer complaints. In addition, Beijing will build more than 16 chain maintenance cities this year, and consumers can enjoy one-stop maintenance services.

China Electronics Association Consumer Electronics Aftermarket Professional Committee and China Electronic Chamber of Commerce Electronic Interaction Professional Committee Joint Zero Research & Consulting Group conducted mystery customer monitoring on 164 consumer electronics industry customer service hotlines, covering computers, small household appliances, home appliances, mobile phones, digital audio and video, electronics Business, online games, third-party professional services company eight industries. The number of hotlines that meet the standard of single service level accounted for 55.5%, a total of 91. Among them, the home appliance and mobile phone customer service hotline had the highest attainment rate, exceeding 60%; the compliance rate of small household appliances, e-commerce and internet tourist service hotlines was below the overall level of the industry, and the net tourist service hotline had the lowest compliance rate, 36.8%.

New communication methods such as Weibo WeChat are also used in customer service. According to the blue book data, 90% of consumer electronics companies have launched official Weibo, but they are not perfect enough to use official microservices. In addition to e-commerce, the proportion of customer service microblogs in other consumer electronics industries is less than 30%, and the number of fans is more than 10,000. Although 73.2% of consumer electronics company officials opened up a consultation or complaint message area, 27.7% of the message boards did not reply, which is in name only.

According to the survey, the average number of households holding electronic products is 12 to 30 pieces. In the course of daily use, it is unavoidable that product quality or service problems occur. The phenomenon of limited maintenance points and low maintenance quality frequently occurs. Wang Ning, executive vice president of the China Electronic Chamber of Commerce, said that this year, the joint manufacturer will integrate service repair network resources and establish a “national service maintenance alliance” with genuine military qualifications. Consumers can enjoy one-stop maintenance services. According to reports, this year will promote the implementation of this new service model for cluster services, and establish more than 16 chain maintenance cities in 16 districts and counties in Beijing. This one-stop maintenance network through unified certification management will effectively solve the industry's after-sales service. The problems inside ensure the legitimate rights and interests of consumers.